google-site-verification=Bi5tI8WZLmgLQCt3p-aIw8z5CkJAHeD9rrURuZtohHM Customer Experience - Human Factors Minute

Episode 18

Customer Experience

...and now for another Human Factors Minute!

Where the parameters of User Experience appear fairly cut and dry, the Customer Experience is more conceptual in nature, and is typically used as an all-encompassing term.

The Customer Experience Professionals Association defines customer experience as:

The sum of all the interactions that a customer has with a company over the course of the relationship lifecycle


The customer's feelings, emotions, and perceptions of the brand over the course of those interactions.

Customer Experience is a reflection of the “big picture” – a brand-oriented concept that includes all interactive touchpoints and the perception of the organization as a whole.

Some common Customer Experience metrics primarily focus on customers’ perceptions of their interactions with a brand, including the long-term effects of these interactions.

Some of these include:

Overall Satisfaction

Visitor Intent

Task Completion


Net Promoter Score® (NPS®)

Next Steps

For more information on Customer Experience and the metrics used, visit

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About the Podcast

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Human Factors Minute
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About your host

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Nick Roome

Nick is currently a Senior UX Researcher at Turvo in the Pacific Northwest, focused on developing innovative solutions and optimizing human performance for SaaS based supply chain logistics programs. Alongside colleague and friends, Blake Arnsdorff and Barry Kirby, Nick hosts and produces Human Factors Cast, a weekly podcast that investigates the sciences of human factors, psychology, engineering, biomechanics, industrial design, physiology and anthropometry and how it affects our interaction with technology. Nick’s other areas of interest include, but are not limited to virtual, augmented, and mixed reality, systems engineering, and artificially intelligent systems.

Nick Started Human Factors Cast in early 2016 as a side-project. He believed that the way Human Factors concepts were being communicated is broken and saw a way to fix it. After getting initial traction, Nick moved to work on the Human Factors Cast Digital Media Lab and began assembling a multi-disciplinary team to test out new concepts in Human Factors communication.